Cashable vouchers (if refund is £50 or less) – swap them for cash at any Southeastern ticket office within 28 days (please bring some photo ID), or use them to buy train tickets within a year

Cheque – we’ll send you a cheque if you don’t choose a payment method, and/or if the refund is over £50

An additional option is to ask us to “bank” your compensation and send you a cashable voucher or cheque once a month, quarter or year. This can be useful particularly for Season Ticket holders who want to put the money towards their next Season Ticket.

How can I get an update on my Delay Repay claim?

We handle claims in the order in which they’re received. Please allow 10 working days for a response to your claim. If we know your claim is going to take longer to answer we’ll let you know.

What might delay my claim?

Delay Repay claims can be held up by several reasons:

Remember that train timetables use the 24-hour clock

Check the date and train time is right – a double check is sometimes needed

Check you’ve attached a valid ticket to your claim

Send us proof of the season ticket held on your Oyster card

When you use a bank statement as proof of travel for contactless, make sure the date of your journey is shown

If your journey was not direct, please mention at which station you changed trains

Your name needs to be the same as is shown on any statement you send us

The route shown on your Oyster statement is different to the journey you’re claiming for

The time of the train you’ve claimed for not needs be listed in our timetable

Our Delay Repay scheme works on the basis that passengers make two journeys a day. If you’re claiming for more than two journeys a day your claim may be declined

A picture of an Oyster card showing no details of the ticket held or journey taken

A picture of a bank card with no details of the journey taken

My claim was declined, what should I do?

If you were delayed by 30 minutes or more on one of our trains, and you had a valid ticket, you’re entitled to Delay Repay compensation providing you claim within 28 days of the journey.

Claims may be declined:

If our train running records show the train you’ve claimed for was not delayed by at least 30 minutes

If the time of the train you’ve claimed for isn’t a time we can match with a service in our timetable - please remember that train timetables use the 24-hour clock

Your ticket wasn’t valid for the train you’ve claimed for

If you’ve accidently claimed for the same service more than once

You’ve claimed for a train time that clashes with another claim you’ve made

Your claim has been made after 28 days since the date of travel

If you’ve now realised you made a mistake with your original claim - and if it’s still within 28 days of the journey - you can simply make your claim again here with the correct details.

If you feel your Delay Repay claim has been declined incorrectly, please contact Customer Services, giving us any additional information which will help us review your claim.

I've been repeatedly delayed recently. Do you offer anything extra to Season Ticket holders?

Yes, if you’ve been delayed by 30 minutes or more for 12 days within a business period. To see our business periods, download the claim form (pdf).

This scheme is available to all season ticket holders and is called Enhanced compensation. It’s separate from Delay Repay and you fill in a different form. (You can claim whether or not you’ve already used Delay Repay.)

How do I claim Enhanced compensation?

Let us know the details of all journeys within a business period that were delayed by 30 minutes or more. We also need a copy of your Season Ticket (or the ticket itself if you’re a weekly customer).

Once you’ve filled the form in, send it back to us (freepost). We’ll get back to you within 10 working days.

How will Enhanced compensation be paid?

You can choose from:

A single peak journey between the stations on your Season Ticket (in the form of cashable National Rail vouchers)

Two free day passes to use on any Southeastern service within a year

Day passes will have your name printed on them. Before you use a pass, fill in the date of travel and to/from stations, and sign it. We may ask to see the pass (and some ID) during your journey. Make sure you fill it out correctly otherwise it won't be valid and could be confiscated. Sorry, but we can't re-issue passes.

Cashable National Rail vouchers can be cashed in at any Southeastern ticket office within 28 days of their issue. You’ll be limited to £50 in one transaction per day. Please bring some photo ID with you.

Alternatively, you can use your vouchers to buy rail tickets with any National Rail train operating company in Great Britain.

An additional option is to ask us to “bank” your compensation and send you a cashable voucher or cheque once a month, quarter or year. This can be useful particularly for Season Ticket holders who want to put the money towards their next Season Ticket.

My train was delayed so I took a taxi – can I get my taxi fare refunded?

When significant delays occur, we will, where possible, arrange alternative transport, often a replacement bus.

We will consider any claims for a taxi fare refund on a case by case basis, and each case reviewed on its own merits. Please contact our Customer Services team explaining why you took a taxi and remember to attach a copy of your taxi receipt and your train ticket.

Can I claim for additional losses or compensation

To make a claim for additional losses or compensation, please contact Customer Services. We will consider all claims on a case by case basis and each case reviewed on its own merits. Please remember to include all relevant receipts and train tickets with your claim.

You can find more information about our compensation arrangements here in our Passenger’s Charter.

When will I be sent my banked compensation?

You’ll receive a voucher/cheque for the compensation you’ve accumulated in the previous month, quarter or year – depending on what period you chose – on the 25th of the next month (or the next working day).

So, for example:

If you bank monthly and were awarded compensation between 1 January and 31 January, we’ll send your voucher/cheque on 25 February.

If you bank quarterly and were awarded compensation during January, February or March, we’ll send your voucher/cheque on 25 April.

To find out your banked balance and when we’re sending your next voucher/cheque, give us a call anytime on 0345 322 7021.

I've heard about plans to change the compensation thresholds, when will these be introduced on Southeastern?

The announcement to increase compensation thresholds is welcome news for passengers.

Passengers have been calling for a change in the industry's compensation scheme and we're pleased the government has responded by building this into all new franchise contracts. The existing Southeastern franchise continues until end of November 2019, the existing thresholds are expected to continue until then.

Why can't the compensation thresholds be changed any sooner?

If the government wishes to bring this new scheme in during our current contract, that would be a question of affordability for the government, and a matter for the Department for Transport.

What we have been able to do is provide better, easier ways for passengers to receive compensation, including via bank transfer, cashable vouchers and PayPal. And when passengers are severely delayed, we offer enhanced compensation over and above what would be payable through Delay Repay.

Do I need to use Delay Repay before I claim Enhanced compensation?

No, these are separate schemes – you can use one or both.

Claims under the Consumer Rights Act

The Consumer Rights Act 2015 provides consumers with various rights, e.g., rights where a service is not performed with reasonable care and skill (see section 49 of the Act).

For information regarding your rights when you are travelling as a consumer, including under the Consumer Rights Act 2015, see, www.gov.uk/consumer-protection-rights or for further information about how it relates to Rail Travel you can visit the Customer FAQ section of the National Rail website.

What is the Ticket Vending Machine Price Guarantee?

If you buy a ticket from one of our ticket vending machines (TVMs), and find the same ticket available elsewhere for a lower price, we will refund you the difference. To check if you can get a refund please contact our Customer Services team by writing to us, including copies of any tickets bought.

Southeastern is the trading name of London & South Eastern Railway Limited. Registered in England under number 04860660. Registered office: 3rd Floor, 41-51 Grey Street, Newcastle-upon-Tyne NE1 6EE. London & South Eastern Railway Limited is a wholly owned subsidiary of Govia Ltd.